Application Support
Posting Date : 3/9/2018
Last Date : 5/30/2018
Min Expericence : 0 Years
Qualification : Graduate
Location : Pune

Senior support analyst should take responsibility for:

Delivery of 2nd Line Application Support services for application(s) under support

Maintain system availability and supplementary services within SLA

Ongoing liaison with Shared services team and IS to manage SLA expectations

Ongoing liaison with Barclaycard C&C, BIM’s/MIM’s to manage escalated incidents.

Maintain a proactive presence in providing help and guidance to Business operations.

Transitioning changes successfully in production

Working effectively with stake holder within technology and operations

Your Role

Application Support (100%)

Delivery of 2nd Line Application Support services for applications under support.

Carry out Incident Management activities according to the process, procedures, and work instructions

Be a Single Point of Contact for the end-user community

Follow the Incident Management process, procedures, and work instructions

Incident registration, initial support & classification and update Incident records

Incident Resolution Coordination with 3rd parties - managing conf calls

Route unresolved incidents to Back Office Support Staff

Provide the end-user with status updates concerning Incident records;

Identify opportunities for improvement

Obtain the technical and organisational knowledge required to perform these activities

Pro-actively keep informed of current and past Incidents, Problems and Known Errors (e.g. if there is a network outage, all Service Desk staff are to be aware)

If applicable, escalate to the Incident Management Process Manager

Maintain all formal controls, documents and records to auditable levels and in compliance with current AD Application Support operation procedures and documentation standards

Ensure key application functions and scheduled activities are completed in a timely manner and within SLA

As directed by Application Maintenance and Support manager, participate in project/change  activities relating to the application(s) under support, including (but not restricted to):

System Testing (preparation and execution)

UAT (preparation and execution)

System / Business Analysis

Essential Skills

Proficient in mainframe technologies COBOL, DB2, JCL, CICS, REXX, VSAM.

Understanding basics of Unix & Linux will be added advantage but not mandatory.

Understanding incident, change, problem, configuration management

Should be able to analyse mainframe Cobol code and resolve batch failures.

Experience on supporting windows based application will be added advantage but not mandatory.

Desirable Skills

Good understanding of the Credit Card Industry will be preferred but not mandatory.

Good knowledge of ITIL framework. ITIL foundation certification preferred

Prior experience in application support is desirable, but not mandatory

Application Support, Development & Administration